Toister Performance Solutions
APRIL 7, 2020
Note: This is a special Tuesday-edition post to bring you new research. One day is too long to respond to email. A 24 hour response time was acceptable way back in the good old days of dial-up internet. That seems quaint in today's age of "always on" communication. A new survey reveals nearly a third of customers expect businesses to respond to emails in one hour or less.
SharpenCX
APRIL 7, 2020
We’ve all seen the dystopian movies or books with the same doomsday conclusion: Robots will soon rule the world. The tech we humans create outsmart us to take our jobs and conquer our government. That’s a bit of a stretch. Maybe when you think of the workplace of the future, you envision futuristic-style holograms having a meeting. Or robots cooking lunch for everyone in the office.
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Strikedeck
APRIL 7, 2020
Vincent Manlapaz, in an interview with Chris Watkins, talks about building out a client experience based on a simple and guided perspective.
Myra Golden Media
APRIL 7, 2020
Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. Visually, it’s like this. There’s a brick wall between you and your customer.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Callminer
APRIL 7, 2020
Here’s a look at hosted call center software, its advantages, and best practices for choosing the right delivery model for your call center.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Serenova
APRIL 7, 2020
With COVID-19 continuing to spread and wreak havoc across the globe, we’ve been busy working with our existing and new customers to help them manage the unprecedented—and unexpected—effects. We’ve been sharing our expertise and doing a lot of listening to understand the most important challenges contact centers are facing every day of this crisis. Together, we’re finding the fastest and most effective ways to solve those challenges.
5CA
APRIL 7, 2020
I saw the situation, and I went for it. 2014 was going to be a decisive year. It was to be the year I got laid off from my well paid corporate job and the year I decided to study Permaculture and reunite with nature again!
VirtualPBX
APRIL 7, 2020
When taking your company remote for the first time, VoIP security should be at the forefront of your mind. The trained VoIP security professionals who manage the VirtualPBX Phone System have your best interests at heart. They’re here to help and make sure your small, medium-size, or large business has what it needs to protect itself and its staff who telecommute.
Talkdesk
APRIL 7, 2020
Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This year we are transforming Opentalk® into a virtual event — all online and at no cost to you — on May 6. Save the date! Opentalk 2020 Virtual includes a full day of thought-provoking content and presentations, including keynotes from Talkdesk® executives and CX visionaries, as well as on-demand breakouts featuring Talkdesk experts, customers and industry leaders.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Tethr
APRIL 7, 2020
Your business spent months crafting the perfect execution, strategy, agenda, marketing materials and social media posts for your large onsite event, and COVID-19 swooped down and said: “Not today, pal. Or tomorrow. Or next month. In fact, why don’t you put on the brakes for the foreseeable future?”. Not cool, Coronavirus. Knowing your organization isn’t alone might ease the pain a tad, but it doesn’t change the fact that you have to make one of three calls.
Concentrix
APRIL 7, 2020
Full-function supply chain finance and factoring solutions that improve efficiency and reduce operational cost. The post Factorin™ Financial Software appeared first on Concentrix.
Guru
APRIL 7, 2020
Sales operations and sales enablement are both functions that aim to improve your sales performance. Sales operations ensures that your sales infrastructure — like the CRM system, compensation and incentive plans, KPI reporting, and proposal and contract management — run seamlessly. Alternatively, sales enablement means providing sales teams with the tools, training, support and feedback they need to effectively sell.
Robert Davis
APRIL 7, 2020
By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Now that your people are working from home because of COVID-19, how do you keep them engaged? How do you keep them focused on their KPIs? How do you help them balance all of those KPIs when service levels are still suffering? The answer, of course, is that your supervisors need to be experts in working with these virtual agents.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Concentrix
APRIL 7, 2020
Enables commercial banks to offer a web-based interface to initiate trade finance transactions online. The post TradeFree™ Trade Finance appeared first on Concentrix.
Unymira
APRIL 7, 2020
I recently talked with Jeff Toister , founder of Toister Performance Solutions and author of The Service Culture Handbook: A Step-By-Step Guide to Getting Your Employees Obsessed with Customer Service.
Provide Support
APRIL 7, 2020
You can affect only those things you pay attention to. That is why it is important to get information about your live chat customer service team performance and make improvements based on it. With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss. (.).
inSided
APRIL 7, 2020
“ The leading indicators for customer retention and expansion tend to be around the level of engagement between the client and the vendor. ” — Ashvin Vaidyanatham (Chief Customer Officer at Gainsight) and Ruben Rabago (Chief Strategist at Gainsight) in their book, ‘The Customer Success Professional's Handbook.’. I am always quite sad when a customer is not renewing their contract.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
NobelBiz
APRIL 7, 2020
The Culture of Health is one of the essential must-haves in crisis management, as Contact Centers must quickly evaluate the risks, the problems and the solutions regarding how coronavirus affects their business and employees. The post How to Lead During a Crisis: Learn Why Health Culture Matters appeared first on NobelBiz®.
Playvox
APRIL 7, 2020
Contact centers consist of more than agents and managers. A highly-effective contact centers are finely-tuned teams that are comprised of networks of managers, team leaders, and quality analysts.
LiveVox
APRIL 7, 2020
How the CARES Act Can Help Small Business Owners The recent Coronavirus, Relief, and Economic Security (CARES) Act signed into law a $2.2T economic stimulus package that designates $367B for small business relief. The loans it makes available are a response to the COVID-19 outbreak and are intended to be a stimulus for small businesses. . The post FAQ: What You Need to Know to Apply for a Small Business Loan Under the CARES Act appeared first on Livevox.
delighted
APRIL 7, 2020
In our previous post on improving the customer experience , we went over how streamlining support and onboarding processes can help you retain customers during difficult times. In this post, we’ll focus on how to adjust your customer experience program to be appropriate for the current situation. We’ll also speak to the importance of monitoring sentiment as you transition your company into uncharted territory.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Sykes
APRIL 7, 2020
In the midst of this global situation, most enterprises, communities and people are adopting a “new normal.” Over the past month, SYKES has worked tirelessly to shift as many employees as possible to a work-at-home model. Today, we have more than 25,000 employees working from home. Our business is transforming quickly to ensure team safety and continued operating success in the short- and long-term.
CSM Magazine
APRIL 7, 2020
When you start a new online business, it’s traditional to come up with a product or service, build a website around your business idea, and then search for an audience who wants to browse through your website and buy your products or hire you for your services. However, if you change this order of priorities, you will experience faster success. Start with an audience, select a product or service that will appeal to them, and then build a website to sell the product or service.
Working Solutions
APRIL 7, 2020
The COVID-19 pandemic is a once in-a-century phenomenon, comparable to nothing else we’ve faced in the modern era. It’s a crisis that’s already shut down, melted down a wide section of daily life and economic activity, from travel and sports to global finance and healthcare. How long will it all last? How will it end? […].
inmoment
APRIL 7, 2020
There’s been a lot of discussion about how to interact with customers during this uncertain time, but another topic calls for some serious conversation: how do brands engage with their employees? Just like customers, employees are facing a lot of uncertainty right now, and that uncertainty can translate into feeling stressed or, worse, feeling ignored.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Comm100
APRIL 7, 2020
Coronavirus has entirely changed the notion of working from home. Almost overnight, millions of people have been asked or ordered to leave the office and work remotely to help contain the spread of the virus, while trying to continue operations ‘as normal’. Many industries and companies find themselves in one of three camps: it’s had a negative impact on them, they are fortunate that their service or product is less affected by these circumstances, or they are benefiting from it.
Nuance
APRIL 7, 2020
Fraudsters don’t stop their crimes because of a pandemic. They often seize the immense change that comes with an event like this to ramp up activity. With the recent shift to a stay-at-home world, there is a significant increase in fraudster attacks against call centers – testing for vulnerabilities by directly attacking work-at-home agents, or [.] The post How biometrics can keep fraudsters at bay appeared first on What’s next.
C Space
APRIL 7, 2020
The Brand Move Roundup – April 7, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
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